Technical Account Manager Lead (Mexico) | ThousandEyes

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  • Location:
    Offsite, Mexico City, Mexico
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Big Data, Analytics, Cloud and Data Center, Internet of Everything, Networking
  • Job Id
    1443474
About ThousandEyes (part of Cisco)

 The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a "closed system" outside of their control. ThousandEyes gives organizations visibility and insight into the now borderless network. It arms them with an accurate understanding of how the network impacts their applications, users and customers. ThousandEyes is used by some of the world's largest and fastest growing brands, including the top 5 global software companies, 5 of the top 6 US banks, and 45 of the Fortune 500.

 ThousandEyes is a newly acquired member of the Cisco family, and we are looking to expand our Customer Engineering team around the globe. This is an amazing opportunity to be part of an exciting, fast-paced industry with a lot of potential for future growth and career-advancement.

 About the Role

 The Leader, Customer Engineering role will be responsible for building and leading the Technical Account Management team in the US. The TAM organization is our highest level of support that we offer to our top customers. This is both a technical and managerial role as you will be leading the TAM engineers, measuring, and ensuring they are delivering value to our customers. There will be times that you are needed to join customer calls.

 As a Customer Engineering leader, you will establish relationships with peer groups across the organization, including Product, Engineering, and various teams in the sales organization. You’re highly organized: able to seamlessly progress between projects and initiatives, and able to drive continuous progress on projects across your team. You’re also responsible for cultivating the experience of your team members - providing guidance to, and mentoring team members on critical skills development needed for driving longer term, valuable careers. 

 Requirements
  * A standout "customer first" attitude
  * 7+ years of people management experience within a Technical Support / Professional Services organization.
  * 10+ years of working directly with customers, preferably within a technology company.
  * Bachelor’s degree or equivalent experience in Computer Science or a related field.
  * Committed to crafting and developing a successful team that drives real additional value for both internal, and external customers.
  * Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/JNCP, etc. )
  * Experience with Cloud/SaaS software products is required. 
  * Excellent verbal and written communication skills with the ability to work optimally in a team environment.
  * Excellent presentation skills coupled with a strong leadership presence.
  * Excellent time & project management skills, with a focus on delivery.
  * Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving.

 Responsibilities
  * Team Building - recruit, hire and onboard new team members.
  * Mentor and develop team members to enhance, and improve their skill-set and performance. Ensure training and enablement is a continuous process.
  * Day-to-Day management of a team within the Americas TAM organization.
  * Ensure timely communication to all partners for sophisticated issues with a high-impact, or visibility.
  * Report metrics on workload volume, project delivery, and customer enablement to upper management and executive team. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, and product enhancement opportunities.
  * Establish and develop relationships with internal teams, external partners, and customers. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions.
  * Partner with customers to help investigate and diagnose network, and internet connectivity problems
  * Handles hierarchical escalations-behavior-related customer concerns, account team complaints. Example: "TAM is not doing their job"
  * Workload management for assigned TAM engineers.
  * Leads organization operations by advising and coordinating activities consistent with established goals, objectives, budget and policies 
  * Ensure ongoing performance improvement by crafting and deploying systematic processes aligned with department objectives
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Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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